Open To Work
Deidra Lewis
Winston-Salem,NC
Summary
Technical Support Specialist with 8+ years of experience troubleshooting complex systems, resolving network connectivity issues, and supporting customers in high-volume technical environments. Experienced in security system diagnostics, log analysis, and incident documentation using tools such as Splunk, Wireshark, Tcpdump, and Linux environments. Proven ability to improve first-contact resolution, reduce escalations, and maintain high customer satisfaction through structured troubleshooting and clear communication. Recently completed Google Cybersecurity Professional Certificate, strengthening skills in security monitoring, incident investigation, and network analysis.
Certified advanced technical support specialist with experience delivering top-tier customer service. Bringing several years of comprehensive helpdesk expertise for various products and services. A skilled communicator adept at engaging customers, identifying issues, troubleshooting, and simplifying steps to resolve technical problems efficiently.
Overview
12
12
years of professional experience
Work History
Technical Support Specialist
ADT Security Services
08.2022 - Current
- Troubleshoot home security systems including alarms, cameras, sensors, and smart devices, resolving hardware, software, and connectivity issues.
- Diagnose and resolve Wi-Fi, IP addressing, and device authentication problems to restore system functionality and minimize service disruptions.
- Analyze system alerts, logs, and device activity data to determine root causes and escalation needs.
- Document 50+ customer interactions per shift using CRM tools while maintaining strict data security standards.
- Maintain an 87% first-contact resolution rate through structured troubleshooting and clear communication.
- Support high-volume technical support operations while balancing rapid response times and accurate incident documentation.
- Collaborate with internal teams to escalate complex technical issues and improve troubleshooting workflows.
- Remote technical support for home security systems.
Healthcare Enrollment Specialist
Alorica
04.2014 - 03.2020
- Assisted 30+ customers daily with healthcare enrollment, benefits inquiries, and account updates.
- Maintained 95% accuracy while meeting performance, compliance, and documentation benchmarks.
- Handled sensitive personal and financial data in compliance with HIPAA regulations.
- Provided empathetic, solution-focused support in high-pressure customer situations.
- Consistently met service quality, documentation, and efficiency performance targets.
- Hybrid healthcare enrollment support.
Education
High School Diploma -
Bayside High School
Virginia BeachGoogle Cybersecurity Professional Certificate -
Merit America
Skills
- Technical Support
- Troubleshooting
- Incident Documentation
- Case Documentation
- Log Analysis
- Monitoring
- Linux
- Windows
- Network Connectivity
- Device Connectivity
- Splunk
- Wireshark
- Tcpdump
- Suricata
- Python
- SQL
- RegEx
- HIPAA Compliance
- Data Privacy Compliance
- Customer Experience
- Communication
- Cross-Team Collaboration
- Troubleshooting hardware
- Wi-Fi network configuration
- Device authentication
- System alert analysis
Technical And Analytical Projects
- Performed network traffic analysis using Wireshark to identify DNS, HTTP/S, and ICMP activity.
- Conducted log analysis and simulated incident investigations using Splunk.
- Completed Windows forensics labs analyzing event logs, registry data, and file systems.
- Used Linux command-line tools for system navigation, permissions management, and log parsing.
- Applied RegEx and CyberChef for data parsing and analysis tasks.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$45000/yr - $200000/yrTimeline
Technical Support Specialist
ADT Security Services
08.2022 - Current
Healthcare Enrollment Specialist
Alorica
04.2014 - 03.2020
High School Diploma -
Bayside High School
Google Cybersecurity Professional Certificate -
Merit America